A Managed IT Services provider can help your business streamline operations, save money and enhance productivity. When choosing a provider to work with, it's important to ask questions that help you understand how this partnership will work and what their ongoing services look like. As you compare providers, ask these five important questions before making a decision.
1. What Level of Service Can I Expect?
You'll definitely want to know this before you sign on as a client, not after. The price of service and the level of technology used to support your company's IT infrastructure are important, but cost savings and great tools won't compensate for poor service.
For example, Marco offers its clients the resources of a large company with the service and attention of a small company. Every client of ours is assigned a primary team which includes a dedicated supervisor and 6-8 technicians devoted to providing support and service to their organization. This team has access to an army of additional specialized engineers and technicians to help tackle more complex issues. Our clients each have a team of managed IT experts that knows their business from front to back, which helps them plan for the future.
Additionally, Marco understands that the waiting game can be one of the most frustrating aspects of remote support desk experiences. Marco maintains a 98% live call answer on our Managed IT service calls, and we offer a warm call transfer, which allows technicians to hand calls off to the best resource to achieve prompt resolution while eliminating common end-user annoyances such as repeating the issue over and over or having an issue misrepresented through a game of telephone as other resources are engaged.
We also hold ourselves accountable to the experience standards we provide our clients by tracking metric-driven results. This way, we know how we are measuring up against our published Service Level Targets (i.e., the time it takes to respond, develop a resolution plan and resolve a service ticket) to ensure we consistently achieve these targets and develop plans to continuously improve.
2. What does the Onboarding Process Look Like?
Before signing with any managed IT provider, ask about the onboarding process so you know what to expect in the weeks and months following the signing of a provider contract. When technology is involved, there are always going to be learning curves and adjustments required as new resources are engaged and new processes are implemented.
Ensure your provider has a plan in place so that you are not left on your own to deal with the transition and adjustment period. A good managed IT provider will be there to support you and your employees throughout.
At Marco, we assign a dedicated project coordinator to oversee the onboarding process for new clients, ensuring they understand their managed IT program and how to best take advantage of it. In the early days and weeks after an organization goes "live" with Managed IT services, their dedicated team supervisor will be in touch on a daily basis to track progress and answer any questions.
3. What Happens When Issues Arise?
New methods and processes are wonderful for business, when they're working. When they aren't, productivity grinds to a halt and frustration levels rise. Ask each of your prospective providers how they will respond when issues arise. In their answer, look for a balance of proactive and reactive plans.
Our approach to Managed IT includes ongoing, proactive review of your IT infrastructure to make sure it is performing optimally, avoiding downtime, preventing security threats and analyzing other issues. The Managed IT team will routinely check the status and performance of your IT network and a network specialist will help identify potential issues before they impact your business.
Additionally, your dedicated team supervisor is always available to contact if an unexpected issue does arise. They can then take that issue to your team who can begin working on a solution immediately.
4. Who is Your Ideal Client?
Some providers may be better suited for your needs than others. All quality IT providers will value you as a customer – but will they meet your current and future needs? At Marco, we use a compatibility matrix to determine if your organization is a good fit for our services. We ask questions like:
- What value do you put on technology?
- What hardware currently exists in your environment?
- What growth plans do you have?
The answers to these questions help us identify organizations that can benefit from our services and build a lasting, mutually beneficial partnership.
5. How Do You Analyze Client Satisfaction?
Last but not least, you want to know that your opinion is valued by your Managed IT provider. Does the company you're considering collect feedback, place a high value on it and react in beneficial ways?
Our Managed Service account managers conduct regular reviews to check-in on the status of your account and gauge your satisfaction. Additionally, you will also be invited to participate in our company-wide client survey process. We believe the most important thing a managed services provider can do is to help clients manage how they interact with technology.
We don't just try to fix the widget; we work to manage your whole experience.